Request 24/7 On-Call Escalation

This guide explains how to escalate issues to an on-call engineer through the support portal. This service is available 24/7, exclusively for our CloudOps customers and ensures rapid response to urgent situations that may not be caught by our automated monitoring systems.

Once you have selected the on-call escalation issue type, follow this guide to submit your request.

Response Time

• All customer escalations are treated with highest priority.

• Our team will respond according to contracted SLA:s.

How to Create an Escalation

Step 1: Access Support Portal

• Sign in to our Support portal in Jira Service Management through this link: support.playgroundtech.io.

Step 2: Create Developer Escalation

1. Select "On-Call Escalation" as the issue type.

2. In the Summary field, enter your Organization Name.

3. Submit the ticket.

What Happens Next?

• Your escalation is immediately sent to our on-call engineering team.

• An engineer will be notified via phone within minutes.

• The engineer will assess the situation and contact you directly.

Important Notes

• This escalation path is for critical issues requiring immediate attention.

• Please provide your company/organization name clearly in the summary.

• You don't need to fill in any other fields - we've simplified the process for urgent situations.

• Our engineer will contact you for additional details once they receive the escalation.

Questions or Concerns?

If you have any questions about the escalation process or need assistance, please contact your account manager or our support team.